The Public Utilities Regulatory Authority (PURA) said it has launched an investigation into service shutoffs by Eversource, after U.S. Sen. Chris Murphy raised concerns about a recent spike in nonpayment disconnections by the state’s largest energy provider.
As previously reported, the number of service disconnections made by Eversource Energy has nearly doubled in the last few years from 28,851 disconnections in 2015 to 52,298 in 2017. The significant increase — largely a result from customers not paying their bills, according to Eversource — caused Murphy to ask the state’s utility regulatory agency to investigate the service cuts and “scrutinize” Eversource’s outreach to low-income customers.
In a letter to Murphy, PURA Chairwoman Kate S. Dykes said her office will investigate Eversource’s uncollectible accounts. PURA opened a docket for the proceeding on Thursday.
Dykes said she shares Murphy’s concerns about the increase in service disconnections, which came despite relatively low wholesale electricity rates and Eversource’s programs for assisting limited-income customers.
Dykes said the investigation will seek participation from electric and gas distribution companies and the Office of Consumer Counsel, in addition to other interested parties.
The investigation, she says, will address a variety of issues including “those affecting the number of uncollectible accounts, effective collection efforts and payoff arrangements, outreach and trends and policies concerning terminations of service.”
“I’m glad that PURA is taking such swift action to figure out why Eversource disconnected so many customers,” Murphy said in a statement.
Eversource said it appreciates Murphy’s concerns and will work with PURA to provide necessary information.
The utility said it aides limited-income customers in a variety of ways including by providing bill messages and information regarding budget billing and monthly payment options. It also tries to reach customers through its website and social media outreach.
Eversource said it urges customers to contact them when they are having difficulty paying their bills and to take advantage of several energy efficiency options to lower energy use.
